Banned While Not Having Access to My Xbox

JIMMYFALCON · Aug 15, 2020

So on August the 11th I came back from a work related event that lasted for 2 weeks and I saw that my Xbox account was permanently banned. At the time I honestly had no idea what to do or where to go from there besides calling Xbox. From there I literally
got no help rather than being told that there's nothing that they can do. On the second attempt on calling the next day instead of getting any assistance the customer support agent just hung up on me without saying a word after I said "Hello" multiple times.
Then I called yet again and actually received decent help. This gentleman actually was willing to talk to me an hour after the shift was over to explain to me that essentially there was nothing that could be done, he explained to me that if I used this forum
to explain how little help or care I was receiving in regards to getting my original account back. I was also told that there is a chance that no one will even see this post or just possibly ignore it all together. The gentleman even explained that there was
a chance to get some sort of reimbursement for what happened but when I asked about it he explained that there is truly little to no chance. I also explained while on the phone with him that Xbox talks so highly that its here for its players but when you try
to call and ask for a different department to get ahold of for example how I was trying to call Enforcement I was told that there is only the Xbox support number for that ONE department. On that call I found out that I have been using Xbox services for 7 years,
and I know that I have spent thousands upon thousands with them. So to myself it felt strange to see that there were multiple consoles with my account information on them when I only own one and have not shared any of my information with others. If Xbox truly
did care for its players why is there little support for us, why do I only have a little block to put a dispute in for an Enforcement member to glance once over and ultimately decide that I cannot be trusted on Xbox after years of money and loyalty to the
brand. To myself and possibly others it shows how little we truly mean to Xbox because it seems that there is no true investigation going into any of it just a person who you cannot get into contact with and actually talk to decide your accounts punishment.
After talking to friends who dealt with some similar issues its like us the players are like children to this corporation and the second and account (does not have to be that actual person) steps out of line we lose our stuff like a child being punished. Plus
on the third call the member also told me that he does not play Xbox but rather the competing console and even explained how he sees that they have a far superior customer support. I am just upset that I was banned without any way of explaining that it was
not me, seeing that others somehow had access to my account, and that Xbox is still having me subscribed to their services of Ultimate and that there is still a game DLC that's preordered that is still going to charge me, even though I can no longer access
any of my old Xbox services. Even though I know deep down that Xbox does not care about its players, and that my account is more than likely going to stay banned I would just like to share this with others, that us as a community are just expendable. Its a
shame to say but with that way that I have been treated by Xbox I get angered at my Xbox One X that I pre-ordered and wish deep down that I would have chosen something that was better in the long run, that would truly help me resolve my issue rather than say
sorry to me for the entirety of the phone call. Hopefully some Xbox member sees this and can actually help me possible get all the content that I paid for back some how, but from what some Support members said its very unlikely that they will or even care
about it.

:)

KindGryphon

Thank you for the response, the employee in the third call was able to tell me when the LFG post that was made that got my account banned was made and it was when I was gone for my 2 week work trip in where I did not have access to much internet
nor did I use any Xbox services. That I why I created this Forum post to address the issue. The employee in the third call said that this would be my best chance to gain attention to this matter since there was nothing that he himself could do.

See the problem with that is xbox support has absolutely nothing to do with enforcement action so they wouldnt personally be able to see the exact reason for your ban, so he may have just been guessing at the reason.

That being said it was incorrect for them to refer you to the forums as the enforcement team doesnt read the forums or check posts like these. The only way as stated to get in contact with them is the case review process. They are the only ones who have
anything to do with bans/suspensions

AirFalcon1104

Hey so I was actually able to talk to another agent in regards to my situation which helped my shedding light of my issue to executive management to look over and discuss with the Enforcement division. Also while I was on the Phone with them they said
that the forums are a decent place due to the monitors who can highlight issues and run them up their management to resolve issues. (3 Xbox employees told me back to back).

JIMMYFALCON

Thank you for the response, the employee in the third call was able to tell me when the LFG post that was made that got my account banned was made and it was when I was gone for my 2 week work trip in where I did not have access to much internet nor did
I use any Xbox services. That I why I created this Forum post to address the issue. The employee in the third call said that this would be my best chance to gain attention to this matter since there was nothing that he himself could do.

Daft Badger

The enforcement team can not be contacted by phone,nor do they use the forums.

The only way to contact them is by filing for a case review via the enforcement site HERE Support should of told you this straight away.

Just be aware that not all enforcement actions are eligible for a case review.

There's no time limit on when you can receive enforcement action for a violation of the rules.You can be punished for something you did weeks or even months ago.

JoshuaPopchoke

While I agree that if you mod or cheat your account should be banned, but as for the content you already purchased you should have full access to that albeit nothing that has to do with online gaming. And this comes from Xbox's own ToU

If I have a banned console, can I still access my achievements and content?

If your account has not been banned, you are still able to recover your account on an unmodified console. This includes accessing your purchased content and your profile, with achievements, as it existed prior to the console ban.

So you should be able to use your purchased content but you cant go online with it ever again.

Banned While Not Having Access to My Xbox